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Missing link (in communication) is what we don't say

In science, the missing link is about life forms scientists can’t locate, the essential fossils connecting certain stages of human evolution. In communication, the missing link is usually a crucial detail, or an assumption.

Photograph by: Stock photo
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Words that confound and confuse are part of daily life, said the host of a CBC radio show I was recently a guest on to discuss plain language. This is particularly true of certain professions (legal and medical) where technical language and jargon are heavily used.

Much of the call-in part of the show was devoted to discussion about how to clarify jargon, which is something I’ve written about before. But doing the show made me realize how much of the time poor communication isn’t just about jargon or unnecessarily convoluted language. Sometimes it’s something far subtler. Let’s just call it “the missing link.”

In science, the missing link is about life forms scientists can’t locate, the essential fossils connecting certain stages of human evolution. In communication, the missing link is usually a crucial detail, or an assumption.

For following example, two businessmen are planning a lunch meeting at a restaurant a few long blocks from their office. One says to the other, “Let’s meet in the parking lot at 1 pm.” At 1 p.m. one man is in the parking lot of the restaurant, the other in the parking lot at the office. The missing link is the crucial detail — which parking lot.

Of course, these days it seems this is the reason the cellphone was invented. But wouldn’t it be nice if there were fewer public conversations where people were shouting into their phones, “I’m at X, where are you?”

In the above instance, the poor communication was about lack of detail. And lack of detail is one of two chief causes of failed communication. The other is a tendency to make assumptions. Here are two famous sayings to illustrate my point:

— “God is in the details.” If not God, certainly efficiently managed business communications are in the details. Take time with any communications regarding process (where, when, how, why) to make sure every detail is crystal clear.

“To assume makes an ass out of you and me.” Assuming someone else can figure out what is in your head is like assuming your spouse understands why it bugs you when they don’t tighten the pickle jar lid. In business communication you often need to explain your thinking. Clarify, enumerate, and provide detail. Do not assume that what is important to you is important (and comprehensible) to anyone with whom you are working. Do not end up with spilled pickle juice.

For more tips about making yourself understood, have a look at Smart Business’s article, Make Yourself Understood. It points out, managers spend 75 % of their time communicating with staff. Even though that communication is largely in person, “unfortunately, misinterpretation and miscommunication are rampant.”

But on a positive note, communication skills are exactly that — skills that can be honed and practiced and improved upon. So, next time someone suggests meeting in the parking lot, make sure to ask, “which one” and “where.” That way, you will know that you, at least, are not leaving out details or making assumptions. And you won’t be on your cellphone wondering where your 1 o’clock appointment is.

— Sandra Folk is President of the Language Lab, an organization that gives both English speakers and English learners training on how to write and present targeted, efficient communications. She can be reached at info@thelanguagelab.ca.

In science, the missing link is about life forms scientists can’t locate, the essential fossils connecting certain stages of human evolution. In communication, the missing link is usually a crucial detail, or an assumption.

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